Managing Tickets in TDAdmin

Administrators can view and perform limited management actions on tickets in a Ticketing application from the admin interface. While most ticket operations (creating, updating, resolving) are performed by technicians in Work Management (TDNext), the admin interface provides application-level oversight for managing ticket data, such as bulk exporting or deleting incorrectly created tickets.

Viewing and Exporting Tickets in the Admin Interface

To view the list of existing tickets in a Ticketing application:

  1. Navigate to the admin UI Tickets page:
    • Global Admins: TDAdmin > Applications > [Ticketing application] > Tickets
    • Ticketing app admins: Work Management > [Ticketing application] > Gear Icon > Admin > Tickets
  2. Click the filter icon on the right side of the toolbar to narrow the results.
  3. Click Search to apply the filters to the list.

To export the list of tickets to Excel:

  1. On the Tickets page, click the filter icon to configure filters for the tickets you want to export.
  2. Click Search to apply the filters.
  3. Click the To Excel button in the toolbar.
  4. In the confirmation popup, select a location to save the file, then click OK.

To print the list of tickets:

  1. On the Tickets page, use the filter to display the desired tickets.
  2. Click Search to apply the filters to the list.
  3. Click the Print button.
  4. In the confirmation popup, modify the browser's printing options as needed, then click the Print button.

Deleting Tickets from the Admin Interface

An administrator may need to delete a ticket that was incorrectly created in a Ticketing application.

Ticket deletion cannot be undone. All data from the ticket, including feed entries, attachments, time entries, and update history, will be permanently deleted.​​​​​​​

To delete a ticket:

  1. In TDAdmin, navigate to Applications.
  2. Click a Ticketing application Name.
  3. In the left navigation, click Tickets.
  4. Click the Title of the appropriate ticket.
  5. In the Ticket Detail window, click the Delete button.
  6. A confirmation dialog will appear. Click OK to permanently delete the ticket.

Admin Interface Limitations

The admin interface for tickets is designed for oversight and management, not day-to-day ticket operations. Administrators cannot perform the following actions from the admin interface:

  • Create new tickets (use Work Management instead)
  • Update ticket status
  • Add comments or feed entries
  • Assign tickets to technicians
  • Apply workflows or automation rules

For these operations, use the standard ticketing interface in Work Management.

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